Problems linking VM accounts with VM/O2 ID

A couple of weeks or so ago I was asked to provide login details for the VM TV Control app, which I used quite regularly and had never been asked to log into before, since I set it up. At some point before I was able to login I was asked to link my VM/O2 ID with my other VM account which I tried to do. Now at some point I must have changed my VM password and forgot to record the change as I ended up in a "password not recognised" loop. As a consequence I no longer have access to my VM account or any of the apps on my phone. 

Therefore I ended up ringing customer services in the hope that they could help restore my access. I got through to a lady in the overseas call centre who was polite and ostensibly helpful. She claimed that she was unable to resolve my problem there and then but would refer my case to the relevant team who would get back to me in "4 to 5 working days". I suspect that my password problems were forgotten about when she noticed that my contract was nearly ended and took the opportunity to try and sell me extras that I didn't want. I said to her that I usually call the Retentions team to discuss such matters and she told me that she was part of the level one retentions team and I couldn't get a better deal and had to decide there and then (straight out of the scammer's playbook, I thought).

Anyway, the upshot is that it's more than two weeks later and no-one from any other VM team has contacted me regarding my password and account linking problems. Could one of the VM employees who post here possibly help. I'm happy to provide further account details as necessary.